The Ikon Ski Pass: How Trineo Armed Alterra Mountain Company with a Digital Customer Experience

How Trineo Armed Alterra Mountain Company with a Digital Customer Experience

Case Study: Alterra (the Ikon Ski Pass)

Alterra is a community of 12 iconic year-round destinations, including the world’s largest heli-ski operation. The company owns and operates a range of recreation, hospitality, real-estate development, food and beverage and retail businesses.

Alterra Mountain Company, a private mountain destination company with 12 destinations, is offering an exciting new pass product for winter 18/19 - the Ikon Pass. The Ikon Pass offers access to Alterra Mountain Company’s 12 destinations plus 14 premier partner destinations throughout North America.

Required: An Impeccable Guest Experience

In order to scoop up crucial pre-season pass revenue and give customers the best first impression, Alterra Mountain Company had to offer a bulletproof online purchasing experience. The right solution would offer a modern customer-facing app while integrating disparate, legacy infrastructure on the back end. Scalability would also be critical for handling so much data and activity, plus huge spikes in system demand during price deadlines.

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Resorts: 12 Destinations, 14 Premier Partners

96%

Increase in Orders Per Minute

10X

Peak Load Capability 2017-2018

Trineo Tackled Data Flow, Scalability, and Identity with Heroku

Trineo designed and built the Ikon Pass on Heroku, a powerful component of the Salesforce Platform with an extensive ecosystem for supporting rapid, innovative application development. Trineo built the customer facing sales application, including a non-trivial checkout experience that handles product catalogs, promotions, guest identity, ancillary products (insurance), configuration (address and card on file) and deferred payment plans. Guests can then use the application to manage their purchased passes. These customer facing applications are developed with React.

The Heroku-deployed Ikon Pass backend integrates with several 3rd parties, most importantly resort systems. It also uses several Heroku Add-ons including a Heroku Postgres database, New Relic for APM monitoring, Papertrail for logging, and Sentry for real-time reporting.

The Trineo team took our strategy and helped frame up the guiding principles and technical approach across the platform. They conducted themselves as if Alterra Mountain Company was their company and their primary concern. Trineo has been more than just a delivery agent; they’ve partnered with us in a manner where they are also our trusted advisor.

Andy Villas

VP of Digital Solutions

Alterra Mountain Company

Trineo’s architecture and Heroku scaled perfectly, handling volume spikes and a 96% increase in orders per minute. In addition, Trineo built out foundational, flexible APIs to extend Ikon Pass’ functionality to other applications and uses. Finally, Trineo built robust identity management functionality that de-duplicated customer records and eliminated the need to re-enter data, making purchasing easier and faster.

A Strategic Advisor for Long-term Success

Though Trineo designed and built Ikon Pass ecommerce and identity solution, their strategic importance to Alterra Mountain Company is much broader. Andy Villas, Alterra Mountain Company VP of Digital Solutions, says, “The Trineo team took our strategy and helped frame up the guiding principles and technical approach across the platform. They conducted themselves as if Alterra Mountain Company was their company and their primary concern. Trineo has been more than just a delivery agent; they’ve partnered with us in a manner where they are also our trusted advisor.”

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At Trineo, we approach technical problems and business planning and roadmap planning as a whole picture. We come in this tiny powerful package. We just go out there and get it done the best way possible.

Susanne Lynch

Senior Product Manager

Trineo

The Trineo team presents a complete set of perspectives in working with clients. They work to develop a concept and vision of customer experience, design and technical architecture. Then they derive and marshal a backlog of work with agile techniques. The end result is a timely and high-quality delivery to production. They finish what they begin.

Meet the Project Team

Elyse Jalbert

Elyse Jalbert

Boulder

Jarrod Carlson

Jarrod Carlson

Boulder

Luke McFarlane

Luke McFarlane

Christchurch

Max Brosnahan

Max Brosnahan

Oslo

Robert McFadzean

Robert McFadzean

Boulder

Sarah Barrow

Sarah Barrow

Boulder

Timo Bleeker

Timo Bleeker

Eindhoven